Customer Service Workshop - NRCDR

Customer Service Workshop Facilitator's Materials List

1. Facilitator's Manual 2. Participant's Manuals 3. Sign In Sheet 4. Participant Certificates 5. Chart Paper (sticky back) 6. Markers 7. Laptop 8. Overhead Projector 9. Electronic Copies:

a. Workshop PowerPoint b. "Johnny The Bagger" PowerPoint

MDHS DFCS Customer Service Workshop April 2012 ? Original Development Date

Table of Contents

Session 1: Customer Service Basics

Letter from Executive Director Objectives Introduction Overview Planning & Implementation Customer Service Principles Delivering Quality Customer Service

Session 2: Customer Service & Resource Families

Why We Say "Resource Families" Data from Resource Families Resource Families as Partners Diversity/Cultural Sensitivity Delivering Quality Customer Service Support and Maintenance Delivering Quality Customer Service: Workshop Summary

2 3 5 6 7-8 9-12 13-24

26 27-28 29-33 34-36 37-41 42-47 48

MDHS DFCS Customer Service Workshop April 2012 ? Original Development Date

Letter from the Executive Director

To all Family and Children's Services Employees:

Our mission is to provide the resources and support that help people build better lives. How we do this identifies how well we provide this vital service to the citizens of the State of Mississippi.

Good Customer Service- What is it? It is service that each of us delivers in a way that:

Makes customers feel important Makes customers feel heard Makes customers feel respected Responds to the need to the greatest degree possible Empowers customers through honest and trustworthy interactions

The main idea is that each of us customer should leave with a feeling of being well taken care of.

Good Customer Service applies to all of us! Good customer service needs to come from all of us at all levels- internal and external. In each act of service, we need to apply the measures I listed above.

Good Customer Service even when we are saying no! This is the time when listening, acknowledging, and responding in a caring way are the most important. We can't always deliver what people ask for or need, but we can choose to work with them in a way that says we care and are doing everything we can to respond.

Excellent Customer Service requires courage and innovation!

We not only need to properly greet people, interact and be courteous, but we also need to be problem solvers.

We need to listen, gather more information, and listen some more. We need to be experts in resources to solve problems- who to call to obtain. what our customers

need. We need to be masters of "follow through" and do what we say we will do. We need to care for ourselves- to help ensure we are at our best.

Thank you for everything you do to ensure excellent customer service in the State of Mississippi!

Richard A. Berry Mississippi Department of Human Services Family & Children's Services

Facilitator's Manual 2

MDHS DFCS Customer Service Workshop April 2012 ? Original Development Date

Objectives

This workshop will provide you with skills and tools which will empower you to: ? Recognize the value of quality customer service in child welfare ? Treat others with respect and value coworkers, community partners and resource parents as valuable members of the team ? Handle conflict with customers, should it arise ? Understand the importance of returning phone calls and communicating with customers in a timely and reliable manner ? Provide optimal service delivery to resource families thus leading to the recruitment of more families and the retention of current families ? Offer resource families the necessary support that they may provide quality care for our children

Facilitator's Manual 3

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